About Orlando City and Orlando Pride:

With two major professional teams, Orlando City and Orlando Pride, the Orlando City Soccer Club (OCSC) has established itself as one of the preeminent Clubs in professional soccer.

Orlando City joined Major League Soccer (MLS) as the league's 21st franchise in November 2013, becoming the first MLS team in the Southeast. The Lions began league play in March 2015. In 2019, Orlando City re-launched Orlando City B (OCB) to bridge the gap between its successful youth development academy and the First Team.

The Orlando Pride, OCSC’s National Women’s Soccer League franchise, began play in 2016 – bringing professional women’s soccer to Orlando for the first time.

Orlando City and Orlando Pride play at Inter & CO Stadium, a 25,500-seat soccer-specific stadium built in 2017 and located in the heart of Downtown Orlando.

With a footprint across the central Florida region and a roster comprised of international and home-grown talent, Orlando City and Orlando Pride boasts global relevance through its assemblage of world-class athletes.

TITLE: Director of Member Experience

DEPARTMENT: Ticket Sales/Service
REPORTS TO:Vice President of Ticket Sales & Member Experience

FLSA: Salaried; Exempt

WHAT SETS YOU APART

Are you an energetic and positive leader that can act as a role model and foster a culture of growth and development for the Member Experience team? You will play a critical role in the execution of the Orlando City and Orlando Pride Service and Retention plan designed specifically to increase member satisfaction, member retention and overall match day experience. You will be responsible for the day-to-day oversight of the Member Experience team including Managers of Member Experience, Orlando City Member Experience Specialists, Orlando Pride Member Experience Specialists & Premium Member Experience Specialists.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Oversee and manage Orlando City & Orlando Pride Member Experience team on a day-to-day basis.
Responsible for recruiting, hiring & professional development of Member Experience staff.
Develop the business strategy for all season ticket member retention efforts for general, premium & suite members.
Execute, track, and adjust retention strategies to ensure the Club’s yearly ticket sales and revenue goals are met.
Monitor team performance to ensure objectives are met by distributing information, conducting weekly one-on-ones, and resolving escalated customer concerns.
Provide and oversee all customer service initiatives for Orlando City and Orlando Pride general, premium & suite season ticket members.
Manage annual relocation and upgrade process
Develop the renewal sales timeline including the coordination of all written and digital communication related to our retention strategies.
Assist the Vice President of Ticket Sales & Member Experience in creating and executing annual season ticket member events. Manage season ticket member events calendar and all communication regarding upcoming events.
Assist the Vice President of Ticket Sales & Member Experience in creating the overall ticket sales & member experience budget.
Regularly develop and implement sales training related to the retention area of the business.
Create and implement cross selling and upgrade strategies for our season ticket members.
Work closely with Vice President of Ticket Sales & Member Experience to ensure that our new business and retention strategies align.
Prepare timely & accurate reports that monitor progress of the member experience team both individually & collectively and ensures that we maintain proper pacing to meet the goals set forth.
Meet or exceed retention revenue goals and new business revenue goals for the Member Experience team.
Manage timesheets, schedules, and performance feedback for all direct reports.
Presence at all Orlando City and Orlando Pride matches at Inter&Co Stadium.
Presence at majority of third-party events at Inter&Co Stadium.
Other duties as assigned.

QUALIFICATIONS

It's never just a job at Orlando City SC. It’s a way of life. We live and breathe soccer. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications:

Minimum 3-4 years of sales/service management experience professional or collegiate sports (or related industry) is required.
Strong written and verbal communication skills required.
Bilingual skills a plus.
Computer skills: experience with Microsoft Office (Word, Excel, Power Point, Outlook) is preferred.
Strong organizational skills, time management skills and attention to detail required.
Ability to work well on a team and independently.
Excellent ability to establish rapport with others and ability to build strong interpersonal relationships.
Exhibit good judgment and decision-making skills.
Knowledge of Salesforce CRM and Archtics is preferred.
Experience in the Florida marketplace preferred but not necessary.
Ability to work flexible hours including nights, weekends, and holidays.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

Ticket Sales - Director of Member Experience